Team Leader: Customer Call Centre: Fixed-term Contract for 9 months : Centurion

 Team Leader: Customer Call Centre: Fixed-term Contract for 9 months : Centurion : Salary R668,708.00pa

Purpose of the role:

Reporting to the Manager: Customer Centre, the successful incumbent is responsible for supervising the call centre, providing support on the escalated queries and complaints of clients who need to lodge claims or follow-up on the progress of a claim. The incumbent will be responsible for the efficient running of the call centre unit by supervising and providing effective end-to-end call centre service to claimants on processes.

Minimum Requirements and Experience

·        Bachelor’s Degree/ Advanced Diploma in:

o   Communications or Marketing or Customer Care related qualification.

·        A call centre qualification will be advantageous.

·        Relevant 5 years’ experience in:

o   a Call Centre-related environment of which 2 years must be on a supervisory level.

·        Persons with disabilities (PWD) are encouraged to apply.

Key Performance Areas

Customer Experience

·        Analyse call volume, keep manager informed of call volume changes, and recommend optimal required staff or if change of process will assist in meeting Service Level Agreements.

·        Ensure all calls are answered in a timely manner.

·        Ensure the safety of staff and the general public through fast and efficient emergency handling.

·        Coordinate and monitor system operations done by the control centre to equip front office staff with correct information to customers.

·        Recommend gadgets to enhance job performance at the call center.

·        Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times.

·        Ensure the effective and efficient running of the Call Centre.

·        Ensure adherence to the time allocated for customer service operations.

Handle Queries on Resolution of Claims and Process

·        Monitor adherence of the quality assurance processes.

·        Assist with escalated customer queries and complaints resolution.

·        Provide accurate information on claim status.

·        Advise on processes for lodging a claim and applicable documents.

·        Provide information and guidance to claimants and attorneys on termination of mandate process.

·        Provide guidance in accordance with company Acts and regulations.

Reporting

·        Contribute to the preparation and submission of Regulation reports.

·        Aid in the development of functional reporting systems, for management, project or performance reporting.

·        Preparation and analysis of the post call survey report.

Stakeholder Management

·        Aid in proactive and progressive relationships with key stakeholders.

·        Deal with inquiries and requests for information from both internal and external stakeholders.

·        Aid in the maintenance of relationships with, service providers or procurement teams and ensure that all relevant procured items are invoiced and paid on time.

People Management

·        Ensure that good employee’s relations are maintained.

·        Provide ongoing support and coaching for employees.

·        Ensure that all employees have entered into performance contracts/agreements within the unit.

·        Conduct periodic employee’s performance reviews and assessments.

·        Develop budgets for the department.

Technical and Behavioral Competencies Required

·       Planning, organising and coordinating.

·       Personal mastery.

·       Judgment and decision making.

·       Ethics and values.

·       Client service orientation.

·       Ability to unpack Policies and Standard Operating Procedures and advise on processes.

·       Proficient with PowerPoint, Excel, word, PowerPoint and MS project

·       Strong understanding of operations.

·       Comfortable working with customers.

·       Knowledge of customer relationship management.

·       Understanding of data entering.

·       Customer service knowledge.

·       Ability to identify training and coaching gaps.

NB: Should you not be contacted within 2 weeks of your application, please consider it as unsuccessful.